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Internal customers are individuals within the organization who are customers for projects that meet the needs of internal demands. The customer holds the power to accept or reject your work. Early in the relationship, the project manager will need to negotiate, clarify, and document project specifications and deliverables. After the project begins, the project manager must stay tuned in to the customer’s concerns and issues and keep the customer informed.
Common stumbling blocks when dealing with internal customers include:
- A lack of clarity about precisely what the customer wants
- A lack of documentation for what is wanted
- A lack of knowledge of the customer’s organization and operating characteristics
- Unrealistic deadlines, budgets, or specifications requested by the customer
- Hesitancy of the customer to sign off on the project or accept responsibility for decisions
- Changes in project scope
To meet the needs of the customer, client, or owner, be sure to do the following:
- Learn the client organization’s buzzwords, culture, and business.
- Clarify all project requirements and specifications in a written agreement.
- Specify a change procedure.
- Establish the project manager as the focal point of communications in the project organization.
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